Service Desk Analyst: On-site IT Support in Cambridge

Socket.dev; Cambridge (MA); On-site; USD 38,000 - 47,000; Full time

Benefits offered by this job

Monthly wellbeing allowance

Investment in learning and career prog

Private health insurance

Job summary

Redgate is hiring for a Permanent IT Helpdesk role based in Cambridge. You will be the first point of contact for IT issues, triaging and resolving requests, onboarding new starters, and maintaining equipment and documentation.

This role sits within Redgate's Technical Operations team, offering visibility across global offices and opportunities to identify trends and improve response times. We expect familiarity with Microsoft operating systems and M365 tools, strong problem‑solving abilities,

Qualifications

• Experience with Microsoft operating systems and M365 apps (Word, Excel).
• Strong analytical and problem solving abilities with attention to detail.
• Excellent communication skills and ability to explain technical concepts to non‑technical people.
• Ability to juggle multiple tasks and remain effective under pressure.
• Genuine interest in learning new technology and proposing improvements.

Responsibilities

• Triage, log, and resolve IT incidents and requests; escalate when needed.
• Onboard new starters, configure end-user devices, maintain IT equipment/docs.
• Collaborate with Technical Operations to improve support and share learnings.
• Identify patterns in issues to help prevent future problems.

Skills

Microsoft OS & M365

Analytical problem solving

Clear communication

Multitasking under pressure

Continuous learning

Job description

Redgate is hiring for a Permanent IT Helpdesk role based in Cambridge. You will be the first point of contact for IT issues, triaging and resolving requests, onboarding new starters, and maintaining equipment and documentation.

This role sits within Redgate's Technical Operations team, offering visibility across global offices and opportunities to identify trends and improve response times. We expect familiarity with Microsoft operating systems and M365 tools, strong problem‑solving abilities,